Escalation Engineer
Remote · Mumbai, Maharashtra, India or IN
Job Summary
Join Alkira as an Escalation Engineer to address high-priority technical issues for our valued customers. Responsibilities include root cause analysis for critical problems, troubleshooting escalated issues, identifying and working on bug fixes, creating documentation, and maintaining effective communication with all stakeholders. Candidates should have over 4 years of experience in technical support with strong networking and troubleshooting skills, familiarity with Linux, and experience with tools like IXIA and Wireshark. A Bachelor's degree in Computer Engineering or related fields is required.
Required Qualifications
- Minimum 4+ years of experience in technical support, design or implementation
- Strong networking fundamentals & expert troubleshooting skills with Routing, Tunneling & Security protocols, QoS, TCP/IP
- Working experience with Linux - checking kernel logs and configuring networking components
- Experience using troubleshooting tools such as IXIA, tcpdump, Wireshark and iPerf3
- Must have the ability to learn new features and technologies as the industry evolves
- Strong leadership ability in managing complex engagements - a strong analytical mind and the ability to triage and think out of the box
- Excellent communication (both oral, written, and interpersonal) and customer service skills are a must
- Strong passion for providing exceptional support to our customers
- Ability to work in a fast-paced, team-oriented environment while maintaining a positive attitude towards customers and team members
- Proactively create and publish knowledge articles and internal troubleshooting guides
Desired Qualifications
- Prior experience working with Load balancers, SDWAN, Firewalls, etc.
- Experience in Python programming
- Knowledge of Terraform or other IaC tools
- Prior experience with AWS/Azure/GCP Cloud networking is a plus
- Prior experience in large-scale network designing/deployment is a plus
Additional Requirements
- Must currently reside in India to apply
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